Operations Governance & Quality Manager

About The Role

Ziplines operations are scaling rapidly across Africa with increasing complexity across countries partners and service models. We are seeking an Operations Governance & Quality Manager to build and enforce the systems that ensure our operations remain consistent high-quality and scalable as we grow.
This role owns the governance of Ziplines operating model across the region including SOPs and operational standards as well as the definition of operational roles required skill sets and certification frameworks needed to execute them effectively. It also owns structured change management for operational processes ensuring updates to workflows systems and standards are effectively deployed adopted and sustained across the network. Improvements are reinforced over time through strong governance audits and adoption mechanisms.
This is a highly cross-functional role working closely with Operations Process Improvement Data Compliance and Academy teams to ensure service delivery is reliable scalable and aligned with global standardswhile establishing fast feedback loops to continuously refine processes capability building and rollout approaches.
Success in this role requires strong attention to detail structured thinking and the ability to enforce standards while remaining pragmatic in complex real-world environments.

What Youll Do

Governance & Operating Model Standards

• Establish governance frameworks that ensure consistent execution of operations at scale enabling rapid onboarding of new locations without compromising quality or consistency.
• Define document and maintain SOPs policies and operational standards across countries and Zipline distribution centers.
• Manage change control processes for updates to workflows systems and standards.
• Build and continuously refine a scalable governance playbook to support repeatable high-quality launches across new markets.

Quality Assurance & Compliance

• Design and implement standardized quality assurance programs including audits scorecards and performance checks.
• Design and deploy tools metrics and reporting mechanisms that empower local teams to own adherence to operational and quality standards across the network.
• Identify gaps in adherence and partner with Process Improvement and local teams to drive corrective actions.
• Monitor and track resolution of audit findings and recurring issues.

Adoption Training & Capability Enablement

• Ensure new processes and improvements are clearly documented and embedded into SOPs.
• Define and maintain role expectations skill requirements and training frameworks across operations partnering with the Academy to keep certifications current and aligned with evolving standards.
• Partner with the Academy to continuously develop and improve training content ensuring alignment with operational standards and real-world execution needs.
• Lead structured rollouts of new processes and best practices ensuring strong adoption and minimizing operational drift or fragmentation across countries.
• Build mechanisms to ensure long-term sustainability of operational improvements including reinforcement through training certification and audits.

What Youll Bring

• 6 years of experience in operations governance quality service assurance or similar roles.
• Strong experience defining SOPs policies and operational standards.
• Proven experience designing and implementing quality assurance and audit frameworks.
• High attention to detail and strong organizational skills.
• Strong analytical mindset and ability to work with performance data.
• Experience working in multi-country or complex operational environments.
• Ability to influence and enforce standards across teams without direct authority.
• Strong communication and stakeholder management skills.
• Pragmatic structured and highly accountable with a focus on consistency and execution.
• Mission-driven adaptable and energized by solving complex operational challenges.
• Certifications in Lean Six Sigma Operational Excellence or ISO standards are a plus.

Other Information

This role is based in-country with significant travel and requires regular engagement with operational sites and field teams.

What Else You Need To Know

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws or our own sensibilities.